Supervisor incivility and service employee creativity: a moderated mediation model of negative affect state and core self-evaluation

Anjaly A., Nemat Sheereen S.
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Abstract

Purpose

The present study examines the effect of supervisor incivility on service employee creativity and the mediating mechanism of negative affect state on the said relationship with the aid of Affective Events Theory (AET) and Social Power Theory. Additionally, the study explores the mitigating role of core self-evaluation in the dual stage of the moderated mediation model.

Design/methodology/approach

Survey data were collected from 420 frontline employees working in four-star and five-star hotels across India and PROCESS macro in SPSS 23.0 was employed to test the hypotheses proposed in the study.

Findings

The study findings observe that frontline employees experiencing supervisor incivility face a negative affect state and it further diminishes service employee creativity. Also, the indirect effect gets attenuated at dual stages when frontline employees are equipped with a high level of core self-evaluation.

Practical implications

The study findings provide various insights to the managers to understand the deleterious effect of supervisor incivility at work and to develop interventions to manage supervisor incivility and the negative affect state among frontline hotel employees.

Originality/value

The present study is the first and unique attempt to investigate the role of supervisor incivility experienced by frontline hotel employees in India with reference to their creativity towards customers and mediating mechanism of negative affect state. The study adds value to the literature by establishing the role of core self-evaluation in the moderated mediation model. Further, the study also provides a unique contribution to the management of frontline hospitality employees.

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主管不文明行为与服务员工创造力:负面情绪状态与核心自我评价的调节中介模型
目的本研究借助情感事件理论(AET)和社会权力理论,探讨了上司不文明行为对服务员工创造力的影响,以及消极情绪状态对上述关系的中介机制。此外,本研究还探讨了核心自我评价在调节中介模型的双重阶段中的缓解作用。设计/方法/途径本研究收集了在印度四星级和五星级酒店工作的 420 名一线员工的调查数据,并采用 SPSS 23.0 中的 PROCESS 宏来检验研究中提出的假设。此外,当一线员工具备较高水平的核心自我评价时,这种间接影响会在双重阶段减弱。研究结果为管理者提供了各种启示,帮助他们了解主管不文明行为在工作中的有害影响,并制定干预措施来管理主管不文明行为和酒店一线员工的消极情绪状态。通过确定核心自我评价在调节中介模型中的作用,本研究为相关文献增添了价值。此外,该研究还为酒店业一线员工的管理做出了独特贡献。
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来源期刊
CiteScore
7.20
自引率
13.20%
发文量
69
期刊介绍: The Asia Pacific Journal of Business Administration (APJBA) publishes original research on: Business Strategy and Policy, Accounting and Board Governance, Marketing and People Management, and Operations and Supply Chain Management. The journal welcomes practical and skill-based submissions in these areas. There is particular interest in submissions regarding: Sustainable Business Practices, Quality Management Practices, Innovation and Creativity in Management, as well as Managing a Learning Organisation. The Asia Pacific region is full of collaborations between government, NGOs and private enterprise. Submissions are welcome which contribute to our understanding of partnerships and the cross-cultural issues. Research methods vary, and the journal is interested in the full diverse of qualitative (case and action research, etc) as well as quantitative survey studies and their recommendations. The APJBA seeks to become a forum for both established scholars and early career researchers in all aspects of management and business in the Asia-Pacific region. Emphasis is on rigour and relevance, on theory and practice, in a globalised scholarly environment.
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